The North Face delivers online customer care as advanced as its products.
Deploying Bold360 has been a major win for The North Face.
For more than 40 years, The North Face has created performance outdoor clothing and equipment using cutting edge materials and technologies. Providing customer care as exceptional as its products is one of the company’s core commitments. To keep its online customer care the best it could be, The North Face decided it needed a live chat and email management tool that:
"Bold360 enables us to provide more detailed information consumers need in a very concise and customized manner. As a result, our conversion rate has increased 33% and our NPS has improved 21%."
Mike Blaine, Senior Director of Customer Service The North Face
The North Face rigorously tested several providers and quickly realized that Bold360 hit all the marks. After the initial implementation, The North Face entered into a 3-month professional services engagement to take their chat strategy to the next level. The Bold360 professional services team helped The North Face implement strategic new chat features and tactics, including adaptive canned messages, proactive chat, dual monitors and layered chat, and provided additional development support as needed. To maximize the impact of its chat strategy, The North Face also created an 11-person core chat team, with reps chosen for their skills and product knowledge. Empowered with the capabilities of Bold360, these dedicated agents can now provide truly in-depth product support.
Deploying Bold360 has been a major win for The North Face.
Based on The North Face’s success with Bold360, its parent company, VF Corporation has also rolled out live chat and email management to additional brands, including Timberland, Vans, Lucy, JanSport, Reef and Smartwool.
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